Eden Pool Service

Thank you for your review as we are always looking to increase and expand our customer satisfaction!Upon review of your account, we have found the following to be true and presentable in a environment such as this:Eden Works as a very trusted and high ranking contractor for many warranty companies...

that provide service for pools and spas to customers they hold contracts with. Eden was dispatched to the [redacted] residence on 10/06/2015 by the customer's warranty company for the original diagnosis of the heater due to complaints of it not working. Following diagnosis, we ordered parts which took a few weeks to come in from the manufacturer. We returned to the residence on 10/29/2015 and installed several parts on the heater, upon completing the initial repair, we found additional issues in need of attention for the heater to operate properly. We ordered the necessary parts and returned promptly on 11/04/2015 to complete the repair. After the completion of the repair, we then sent one our our certified and highly trained heater specialists from the Conroe location on 11/10/2015 to ensure full completion. The technician met with the homeowner and even programmed and went through the operations of the indoor control panel, something that is not even required for our company to do through the warranty company since automation is a non-covered item. The tech left the property with no complaints which lasted approximately 58 days. At which time, the customer called back into her warranty company who then issued a recall notice to Eden to return and complete a second diagnosis. Upon revisit on 01/07/2016, our technician was not able to find additional issues with the heater. The tech did notice mud entering in the suction line for the spa and advised her that she may have an underground leak. It seems as though the customer then hired a leak detection company and seemingly found no underground line breaks. This was done by the customer and not by requirement by neither Eden nor her warranty company but instead by her own desire only to ensure that there is no leak; a leak which we were not even positive existed and therefore did not even recommend any leak detection companies to her. We work with many companies that would have given even lower rates but the leak company used was one found and requested by the customer alone. The customer is asking for reimbursement for services that Eden neither performed nor required. Furthermore, because the customer holds the contract not with Eden but rather the warranty company, the customer has always had and still does have the full and complete ability to request a second opinion by a different company through the warranty rather than continue to use Eden if she feels that we are unable to meet her needs to her expectations. We do not deny the possibility that there may indeed be an issue with her heater, but we do stand by the fact that Eden was not able to find such an ongoing issue. By the customer's simple request to her warranty company to send a different company, this would not be a matter even worth discussing given that a different company would have either verified our findings, or found an issue that very well may have been missed even by our certified specialists. It should also be mentioned, that because the contract and services are strictly between her and the warranty company, Eden has not even received payment from the customer to initiate any direct form of contract. As previously stated, Eden is merely a contractor that was sent by her warranty company and our services were not directly summoned by the customer. Although it appears that the customer will not desire for Eden to perform any additional work in the future, we do wish her the best in her search for a different reputable company through her warranty company that will hopefully meet her needs to her satisfaction. Thank you and God Bless!Kent BellowEden Pool Service